Microsoft Modern IT Service Management in The Intelligent Cloud

10/24/2017 Modern Service Management in the Intelligent Cloud | Microsoft Modern Service Management
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Microsoft Modern Service Management

A lens intended to focus ITSM experts around the globe on the most important
outcomes that evolve our customers from legacy, traditional IT models toward
easier, more efficient, cost effective and agile service structures.
Modern Service Management in the Intelligent Cloud

October 8, 2017 by John.M.Clark // 0 Comments
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Executive Summary
Microsofts compelling Intelligent Cloud platform, coupled with our modern approach and perspective on IT Service Management, provides the answers
to an often-asked question; Why doesnt Microsoft have a dominant IT Service Management (ITSM) tool in the marketplace?
First, our view on IT Service Management is that traditional ITSM processes and practices havent kept pace or evolved over the years and simply do not
support and embrace modern capabilities the cloud provides, nor enable the agility and deployment at speed and scale required for digital
transformation. More and more Microsoft customers are asking for our assistance to Transform and Modernize IT.
Secondly, our Intelligent Cloud, Intelligent Edge along with our AppSource marketplace partners do in fact provide a compelling, modern approach for
Modern (and traditional) Service Management and IT Asset Management scenarios. All with the capabilities provided in the Intelligent Cloud as shared
at IGNITE 2017 by our CEO Satya Nadella
to be multi device and multi sense. You start at one device using speech, you
may end in another device using ink. All of the experiences and all of the
infrastructure, applications, devices, are going to be infused with AI, natural
language, speech, computer vision are all just going to be part of what we do and
what we expect.
The following details how this is accomplished.
The Intelligent Cloud & Intelligent Edge

The cloud is sometimes still viewed and managed through the lens of organizations who incorrectly think it is all disconnected and siloed. Microsoft
calls our strategy the Intelligent Cloud and Intelligent Edge for a reason it assuredly is NOT based on siloed mailboxes, stove piped applications and
individual virtual machines.
The design intent of the Microsoft Intelligent Cloud is to empower organizationsto unlock greater insights, transform teamwork, and securely enable
innovative solutions. The paradigm of the Intelligent Cloud and Intelligent Edge is multi-device and multi-sense. Everything highlighted in this article is
or will eventually be closely unified.
For those in the IT organization, IT Service Management (ITSM) represents how IT manages, operates and transitions technology, designs services, and
manages risk within the organization. And more often than not, focused operationally and for infrastructure and not full stack applications. Traditional
ITSM hasnt kept pace with rapid changes in modern applications and services, modern application development approaches, proliferation of cloud
services, and automation. This isnt to say it wont work. But simply put; you wont achieve the outcomes and value as quickly from innovation and
capabilities the cloud provides when managing them with a legacy mindset and approach. Customers and colleagues in the ITSM industry often ask us;
What impact does the Intelligent Cloud and Digital Transformation have on ITSM?
How does the Intelligent Cloud work with or enable IT Service Management?
What is meant by Modern Service Management?
From purely an IT Service Management perspective, Microsoft has been continuously modernizing and evolving how technology is and should be
managed. This has driven updated practices and approaches in support of not only our Intelligent Cloud strategy, but in support of Digital
Transformation. Transformation that businesses are keen to quickly achieve. Lessons learned have then evolved our approach and guidance from
traditional ITSM industry guidance into modern ITSM, also known as; Modern Service Management.
A senior Architect within our practice has suggested that Digital Transformation is the culmination of the following seven facts (augmented by this
author);
1. Business must innovate to compete (in their respective industries)

2. Devices are inexpensive (think IoT)
3. Compute is powerful and inexpensive (and easily automated)
4. Storage is inexpensive (and easily automated)
5. Internet (and network) connectivity is prevalent and inexpensive (and easily automated)
6. Cloud enables transformational stuff to be at everyones fingertips e.g. garage developers now have access to Machine Learning and Artificial
Intelligence thru the cloud
7. Agile/DevOps makes it all happen faster (and easily automated)
Does your IT organization embrace and broker these facts? Or stand squarely in the way of them? This is a big change for IT organizations that often
struggle to embrace this modern approach. Manually oriented, control-centric, and technology agnostic based practices give way to leaner,
automated, self-directed improvements that reduce friction, manual efforts, failure demand, and IT inter-mediation resulting in greater business
value. We came up initially with an internal definition of Modern Service Management; A lens, intended to focus ITSM experts around the globe on
the most important outcomes that evolve our customers from legacy, traditional IT models toward easier, more efficient, cost effective and
agile service structures. The following is just some of these traditional to modern positions and practices of Modern Service Management;
Modern Service Management like any change to an organization and the status quo is challenging. But the outcomes are worth the effort from the
successes I know Microsoft and other organizations have experienced One of my favorite Machiavelli quotes holds very true today when introducing
change such as this;
It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the
lead in the introduction of a new order of things Because the innovator has for enemies all those who have done well under the old conditions, and
lukewarm defenders in those who may do well under the new. Niccol Machiavelli
The Modern Service Management content above has been provided for context only. There are plenty of articles, blogs and videos from myself and
colleagues and covering this in detail is not the intention of this article. For more information on Modern Service Management check out the reference
links at the end of this article
Enabling Traditional or Modern Service Management

in the Intelligent Cloud
How then do we enable, evolve and transition from traditional industry-based ITSM to Modern Service Management? It starts by rethinking the goals
and objectives of Service Management as well as the platform it executes on. It also starts by understanding what changes when you consolidate and
move applications and workloads from on-premise physical/virtual to true private or public cloud.
To enable and support both traditional and/or modern IT Service and IT Asset Management capabilities, how does one utilize the Microsoft Intelligent
Cloud? Its simple; Start with the industry leading, recognized modern business application platform Dynamics 365. At Ignite 2017, our CEO Satya
Nadella, stated modern organizations cant be captive to the old way of doing things in terms of business applications. Applications need to be more
modular and automated than in the past. The Dynamics 365 Software as a Service (SaaS) Business Application platform, for instance, now offers
modular apps that offer limited slices of focused functionality. Also discussed was the promise of AI-first business applications, which hinge on artificial
intelligence for their core functionality. Microsoft is using our own AI technology to handle online customer service and support inquiries, and other
major tech companies are as well.
Dynamics 365 is The next generation of intelligent business applications that help you empower your employees, engage customers, and optimize
operations. Complete solutions such as Customer Care and Field Service are available as part of the platform. In addition, the platform is extended by
customers and ISVs at a fraction of the cost of developing an application from the ground up. Dynamics 365 provides the application platform
functionality one expects in an industry recognized and industry leading platform;
Software as a Service (SaaS) and On-Premises deployment options

Wizard driven configuration virtually eliminating the need the development, or scripting for forms, workflow, business rules and business process
flows, while allowing for advanced development if needed using non-proprietary development skills (Javascript, .Net)
Reporting services for specialized reports, built in user and system Charts and Dashboards from current data, dynamic Excel spreadsheets and
pivot tables, and PowerBI for analytics
Microsoft AppSource an Application marketplace for utility functionality as well as complete business vertical applications
Industry recognized and leading Customer Service Solution that incorporates Microsoft Bot framework and Artificial Intelligence
Responsive portals implemented, modified and extended without advanced web development skills yet flexibility to extend through advanced
means if needed
Modern mobile clients on all major mobile platforms and modern application for Windows 10 that allow access to data and functionality similarly
available through web experience.
Unified Service Desk client for integration to call distribution systems, transcription of voice from callers, search knowledge and measure
sentiment as transcription takes place
Stage based business process flows, workflow and business rules that allow adherence to process steps and activites
The above results in the following capabilities from just the Dynamics 365 platform to support and enable Modern Service Management;
On-premises implementations with consistent functionality that runs in the cloud (Dynamics 365 SaaS receives semi-annual updates). And hybrid
implementation options that can locate data in the cloud or on-premises as needed or required.
Reduced backlog of configuration changes to IT and business outcomes within the Dynamics 365 platform
Easy creation of net-new functionality while allowing you to keep your changes separate from those of Independent Software Vendors (ISVs) and
Microsoft.
Automated intake through email, chat, portal, social and other interfaces and increased quality of intake through automation Ability to apply
the power of artificial intelligence
Reduced time to value for the configuration and use of self-service portal, including multiple, diverse types of portal identity providers, reducing
need to have multiple portals for interaction with external associates, customers, etc.
Responsive mobile portal access for associates/customers
Remote approvals through client or portal interface, and through Microsoft PowerApps.
The story doesnt end with Dynamics 365. The Intelligent Cloud includes Office 365, the most popular cloud based messaging and collaboration
platform. Office 365 is seamlessly integrated to Dynamics 365 as one would expect in the Intelligent Cloud.
Dynamics 365 and Office 365 are very close family members of the Intelligent Cloud. Minimally, they share the same portal for administration,
operations, licensing and support and share Azure Active Directory for identity. Many of the services provided by Office 365 and Office 365 ProPlus are
natively integrated to Dynamics 365.
Office 365 in fact extends the Dynamics 365 common data service. For example, if you setup meetings with a client or associate, to discuss a request,
incident or issue, etc., the case/ticket entity in Dynamics 365 can be automatically linked to the Meeting entity in Office 365. Any entities created
beyond what is in Dynamics 365 and Office 365 are available in the common data service. Office 365 working in tandem with Dynamics 365 provides;
Email, scheduling, task and contact management

Automatic SharePoint, Groups and Teams integration to Dynamics 365 which provide simple and easy collaboration and document management
among users and non-users of Dynamics 365
Service side and client-side integration to Exchange and Outlook allowing clients to work on Dynamics 365 application within Outlook.
Microsoft Flow and PowerApps integrations to Dynamics 365 for end user citizen automation without the need of development skills
The combined capabilities of the above result in the following modern service management scenarios made possible with Office 365 and Dynamics 365;
Integrated groups and team collaboration with associates and resources that are not licensed users in Dynamics 365. Examples include Release /
SCRUM Teams, Problem Resolution Teams that have shorter time frames
Reduced cost of Dynamics attachment storage without sacrificing search capabilities. Examples include storing screen shots, documents related
to assets or CIs.
The power of Dynamics 365 available while youre using Outlook on the desktop, web, or phone. Examples include support resources
responding through email to support requests or incidents and not having to go into a specific application
Synchronize not only email, but appointments, tasks and contacts as well support work actions and appointments with employees and associates
Ease of creation of After-Action reports in Microsoft Word from an individual record.
Dynamic Excel spreadsheets for synchronized, in most cases up to date reporting, data visualization and analytics. Also provides easy means of
importing data from other data sources. Examples include Asset data import, Service and Application analytics.
Ability for regular users to automate their own work scenarios using Flow between Dynamics, their Office 365 account, Project, Visual Studio and
many other services, without writing a single line of code.
Configure workflows between your favorite apps and services. Examples include when a Release achieves a certain milestone, automatically
create and link a project, or other service item available in Microsoft Flow, get notifications, synchronize files, collect data, and more.
Office 365 and Dynamics 365 provide collaboration and business application capabilities that can then take advantage of services provided in Azure
through multiple means of integration.
Microsoft Azure is a comprehensive set of cloud services that developers and IT professionals use to build, deploy, and manage applications through a
global network of datacenters. Integrated tools, DevOps, and a marketplace support you in efficiently building anything from simple mobile apps to
internet-scale solutions.
And while Azure provides many services and capabilities that appeal to the developer, there are many other services that do not require application
development skills to utilize. By no means a complete list, but just some of the services arguably relevant to Modern Service and Asset Management
include;
Azure Logic Apps helps you simplify and implement scale-able integrations and workflows in the cloud between Microsoft and non-Microsoft
cloud services without scripting or development skills required
Azure Operations Management Suite (also known as OMS) is a collection of management services including Log Analytics, Azure Automation,
Backup, and Site Recovery
Azure Automation runbooks run in the Azure cloud and can access cloud resources or external resources that can be accessed from the cloud or
on-premise.
Azure Application Insights as an extensible Application Performance Management (APM) service for web developers on multiple platforms. Can
monitor health of Dynamics 365 and other non-Microsoft applications.
The combined capabilities of the above result in the following scenarios made possible with Azure, Office 365 and Dynamics 365;
Save time by designing complex processes across Office 365, Dynamics 365, Azure and many other services using easy-to-understand design
tools and utilize templates to get started quickly. Examples would include integrating Incident Management to Azure Operations Management
Suite Log Analytics to analyze failure patterns.
Seamlessly implement patterns and workflows that would otherwise be difficult to implement in code Example: Case/ticket in Dynamics 365
triggers and integrates a Project in Microsoft Project and in parallel an Enhancement project in Visual Studio Online
Customize your logic apps with your own custom APIs, code, and actions. Connect and synchronize disparate systems across on-premises and the
cloud
Build off BizTalk server, API Management, Azure Functions, and Azure Service Bus with first-class integration support
Leverage the power of PowerShell to automate activities on-premise and in the cloud Example: Creating a new user in Active Directory and
provisioning updated services to that user based on role across a number of services
Monitoring compliance of Windows quality update servicing or monitoring the health of services
Monitoring externally and Internally the health and performance of applications across technologies and services. Example: Monitoring
Dynamics 365 instances for health requires code snippet provided from Microsoft into forms that can then be leveraged by Azure Applications
Insight
If you have hung with the article thus farwaiting for the actualization of either modern or traditional ITSM and ITAM data artifacts, workflows and
processesyou have arrived
Leveraging all the aforementioned Intelligent Cloud capabilities provided by Dynamics 365, Office 365 and Azure in this article, is an AppSource
certified, Global ISV Solution from Provance, Inc. The Provance ITSM & ITAM Solution simply extends Dynamics 365 with the entities (e.g. forms, rules,
processes, metrics) and capabilities one expects to find in traditional built for purpose ITSM Solutions and those well known in the marketplace.
Now Modern (or contemporary) IT Service and Asset Management processes co-exist with other business applications, utilizing the power of the
common data service, Dynamics 365, Office 365 and Azure. Some of the features of the Provance ITSM Solution include;
Addition of eleven (11) Pink Verify certified processes including Incident, Problem, Change, Request, Release & Deployment, Knowledge, Service
Continuity, Service Portfolio, Service Catalog, Service Level, and Event Management
IT Asset and Configuration Management Included
Integrations to System Center 2016 for existing cloud or on-premise implementation
Configuration Manager for Asset/Configuration Item management and reconciliation,
Operations Manager for monitoring, event generation
Orchestrator for automation.
Native Integration to Azure OMS for monitoring alerts
Automation framework that allows for Azure Automation, Powershell, Orchestrator and 3rd party automation integration at activity level.
Integration to Visual Studio Team Services or Team Foundation Services for Cloud or On-Premise implementation out of the box (can also be
configured using Logic Apps/Flow)
Pre-Configured Self-Service Portal which is modified through Dynamics 365 and portal administration
Pre-configured roles, views, forms, business rules, business process flows, workflows
Templates for all ticket types
Configuration settings housed in data rather than solution for easier administration and promotion to production and data oriented
administration federation to non-administrator
Third Party Notification for external suppliers (underpinning contracts)
The combined capabilities of the above result in the following scenarios made possible with the ITSM Solution accelerator, Azure, Office 365 and
Dynamics 365;
Virtually out of the box ITSM and ITAM Solution that is ready for an adapt and adopt approach to implementation but is easily extended as
needed for specific requirements within Dynamics 365
Easily import configuration and data from legacy ITSM solutions through simple Excel import (must follow business rules and relationships so no
bad data in)
Ability to intake tickets, incidents and service requests through IM Chat (Skype for Business, CafeX), recorded and analyzed voice (in multiple
languages) and self-service portal and email
Pre-configured deep ITSM and ITAM analytics available from Dynamics 365, PowerBI and Provance ITSM
Ability to manually or automatically apply templated tickets that pre-populate incidents, requests, changes and problems with values,
relationships and activities including automation and approvals.
The all up Intelligent, Modern Service

Management Solution
What results from all of the above is a natively integrated modern platform for both legacy ITSM processes and procedures, but more importantly a
pathway to Modern Service Management patterns and practices that represent where IT organizations need to be in the future to remain relevant to
their business.
There is a proliferation of ITSM solutions on the market. We see more and more organizations desiring to consolidate and simplify technology,
consolidate both internal and external service and support, automate intake and processing, increase levels of self-service and knowledge management,
and utilize capabilities such as citizen automation, Release Pipeline, artificial intelligence, machine learning and Bot technology for improving
employee/associate productivity and value.
This article is intended to simply provide a point of view on how Microsofts Intelligent Cloud and Intelligent Edge supports not only your overall
strategic Digital Transformation, but also supports operational aspects such as IT Service and IT Asset Management. It is important to note that these
capabilities may not exist in all regions or government clouds. Additionally, cloud based services may or may not be available for on-premises
implementations.
For more information contact your Microsoft TAM, Account Executive, or Digital Advisor. You can also contact Provance directly to better understand
their IT Service Management solution on Dynamics 365.
Modern Service Management References

Below are just some of the videos, documents and blog articles on Modern Service Management;
Modern Service Management AXELOS Blogs on Modern Service Modern Service Management for Office 365
Management
Modern Service Management for Azure Modern Service Management for Office 365
Whitepaper Service Monitoring Service Outputs
Monitoring and Major Incident Management
Channel 9 Video Service Monitoring Service
Monitoring: Audit and Bad-Guy-Detection
The Release Pipeline Building Trust in the Service Monitoring Service.
Leveraging the Office 365 Service
An example of Release Pipeline automation Making the Service Viral Communications API
using PowerShell
Service Monitoring Application Development Evolving IT for Cloud Productivity Services
The Release Pipeline Model video
Monitoring Service Health. IT Agility to Realize Full Cloud Value Evergreen
Modern Service Management Customer Management
Service and Support The service monitoring service rounding it all
up Service Desk and Normal Incident Management
Next-Generation Service and Support in a for Office 365
Mobile-First, Cloud-First World, Part 1
Next-Generation Service and Support in a

Mobile-First, Cloud-First World, Part 2
About the Author
John Clark is a Modern IT Service Management Solution Architect in the Microsoft Enterprise Services / Americas IT Service Management practice and
Community Lead for the Modern Service Management Worldwide Community. Johns contributions to Microsoft have been recognized from being
selected as TechReady19 WW Communities Award Winner, member of the Microsoft Services Senior Technology Leadership Program (STLP), and
recently achieving 2016 Gold Club. John was formerly President of the Ohio Valley itSMF LIG winning the annual LIG Of the Year award during his
leadership from itSMF USA. John has extensive background in Technology Management and IT Service Management, as well as Dynamics 365, Office
365, Hybrid Cloud, Azure and System Center. He has published articles in various industry journals, co-authored a book on System Center , and has
spoken at various industry tradeshows on ITSM, Enterprise Architecture, Business Process Management and Design.
Categories AppSource Azure Dynamics 365 IT Service Management Modern Service Management Office 365
Tags Azure Dynamics 365 IT Service Management Modern Service Management Office 365
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10/24/2017 Modern Service Management in the Intelligent Cloud | Microsoft Modern Service Management

Microsoft Modern Service Management

Modern Service Management in the Intelligent Cloud

October 8, 2017 by John.M.Clark // 0 Comments

The following details how this is accomplished.

The Intelligent Cloud & Intelligent Edge

What is meant by Modern Service Management?

1. Business must innovate to compete (in their respective industries)

links at the end of this article

Enabling Traditional or Modern Service Management

Software as a Service (SaaS) and On-Premises deployment options

Email, scheduling, task and contact management

The all up Intelligent, Modern Service

Modern Service Management References

Next-Generation Service and Support in a

About the Author

Join the conversation Add Comment

Manage Your Profile

Newsletter | Contact Us | Privacy Statement | Terms of Use | Trademarks

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